The impact of COVID is certainly not over yet but there are key lessons emerging for the ways leaders should manage a crisis.

PR companies continue to push the cold, carefully crafted media statement that tries to make a bad situation sound better. It doesn't work.

I hear it all the time. The media just hypes everything. They’re just looking for a headline. Why don’t they just publish the facts?

At a time when that trust is tested - when consumer complaints start to escalate, many companies resort to cold PR statements. Doesn't work.

What happens in the first few hour after problems start to pick up momentum will decide whether you have a crisis. You have to move fast.

How you respond to consumer complaints will often decide whether you have a crisis and start losing customers.

Being able to lead a team through the crisis management process can be challenging. Who should lead that process?

Consumer complaints, negative comments or allegations of bad behaviour - whether true or not, can quickly escalate into a crisis.

One-way media announcements full of PR fluff doesn't work in an age of social media. It’s an outdated model

Are you trusting your hard earned reputation to the media in a crisis?

In a crisis, having a very clear “triage” process and triggers for engaging the crisis management team becomes really important. Here's how

What happens when every member of the crisis management team is working remotely? 4 tips for effective crisis management team meetings.

What is the best way to make sure your crisis management team is prepared for a crisis?